HND小组作业第二.doc

Graded Unit 2: InvestigationStage 2: DevelopingEmployee incentive Investigation of the communications industry in HohhotStudent Name: Ye sha (叶莎)Human Resource ManagementHND Number: 095111696Contents1. The issue affects the business in the Investigation 4 -7 1.1 Target goals incentive method 4 - 5 1.2 Honor incentive method 5 - 61.3 Information about the effects of incentives. 6 - 72. The evaluation of the Inner Mongolia Branch of China Mobile 7 2.1 Employee resolve problem situation 7 - 8 2.2 Achieve the company goals. 8 - 9 2.3 Company formed a healthy competitive environment 92.4 Attract more people join into company 9 10 2.5 Bring up some construct advices for manager. 10 3. Conclusions 11 - 13 Appendix 1 14 - 15Appendix 2 16 Reference 17 Summarize Introduce of summarize about this Investigation. This investigation introduces use of incentive theory for the Inner Mongolia Branch of China Mobile. This investigation main include three parts. First part main introduce about the issue affects the business in the Investigation. Second parts main introduce about the evaluation of the Inner Mongolia Branch of China Mobile. At last parts, main conclusions about this invitationFor first part, I list three points to introduce about the issue affects the business in the Investigation. They are including: Target goals incentive method, Honor incentive method, Information about the effects of incentives. Meanwhile, I also introduce these three points used of the Inner Mongolia Branch of China Mobile situation. For second parts, I main introduce five points for the evaluation of the Inner Mongolia Branch of China Mobile. They are including: Employee resolve problem situation, achieve the company goals. Company formed a healthy competitive environment, Attract more people join into company, bring up some construct advices for manager. At the same times, I evaluation used of situation for the Inner Mongolia Branch of China Mobile. At last part conclusions about this invitation. This invitation includes three parts. For first part main use three points to introduce about the issue affects the business in the Investigation. For second parts has five points to introduce of the evaluation of the Inner Mongolia Branch of China Mobile. At last part, a conclusion for whole invitation. 1. The issue affects the business in the InvestigationIn the investigation, I choose incentive theory for the Inner Mongolia Branch of China Mobile. Incentives stimulate peoples behavior is the psychological process. In business management, motivation can be understood as corporate enterprises through the creation of staff needs to meet the conditions to stimulate a variety of potential business people and the efforts of motivation, to produce a specific behavior to achieve organizational goals in the process. Mainly for employees of this theory, it belongs to the companys internal customers. So the incentive theory is very important for the Inner Mongolia Branch of China Mobile. Meanwhile, the Inner Mongolia Branch of China Mobile also uses incentive theory to developing very well.For planning, I will collect some incentive methods information in the Inner Mongolia Branch of China Mobile. New, introduce about use incentive methods situation for the Inner Mongolia Branch of China Mobile. 1.1 Target goals incentive method Target goals incentive method is each month Completion of work objectives employees give Praise and reward. In Inner Mongolia Branch of China Mobile, employee on time to work and not have absence from duty situation in every mouth, the company will reward every staff for 200 RMB. This measure encourage employee to work on time, and have work enthusiasm. It made whole company full of vigor. In the Inner Mongolia Branch of China Mobile set many types of target goals, such as every mouth service target goals, every quarter of increase customer quantity target goals. For complete work tasks employee, the company will reward cash, three holidays or go out training opportunities. The company required manager use telephone to visiting high class customer every month, if manager complete this work, the firm will to reward manager 100 RMB. At same time, each employees birthday, manager will sent the birthday cards to express wishes for employees. This makes each employee feel that the companys attention, general manager of encouragement directly enhance employee enthusiasm.The company set different target goals to incentive employee, which helps employee improve employ work efficiency, and made staff have high performance. In the meantime, target goals bring Maximum productivity to the company. 1.2 Honor incentive methodHonor incentive method means that company use honor to incentive employee. Let every employee has confidence to work for the company. The Inner Mongolia Branch of China Mobile sent some honor information to incentive employee. For instance, quarter outstanding staff, excellent team, service stars, business stars. The select standard is very fair and rigorous. For select month of a service star, use Percentile system evaluation, selection in accordance with the business hall of customer perception (weight 10%), service and business skills test scores (weight 40%), business offices unannounced visits to the results (weight 10%), quality of service complaints (by segment) customer satisfaction evaluation SMS (40%) a comprehensive evaluation. The company will reward month of a service star 250 RMB or go out training opportunities.Please look at appendix 1 For VIP service manager, the company use erectile system to evaluation, selection of operating room according to customer perception of the company survey (20%), customer satisfaction (20%), the company services and business skills test scores (10%), channel unannounced visits to test results (20%), customer complaints (15%), customer messaging evaluation (15%) a comprehensive evaluation. The employee can get a Companys Certificate and 500 RMB from the company. Please look at appendix 2 The Inner Mongolia Branch of China Mobile also set a deal with feel wronged for employee. Business Office employees in the handling of business, by customers rude, disrespectful, causing trouble even hit anyone so seriously affected the normal office operating room. When the order of injustice, employees does not a dispute with the customer, and can think over the overall situation, patience good explanation, in an effort to calm the situation and continue to courteous service. For employees under such circumstances, the company will arrange of professional psychologists exchanges to staff. If employees can be under pressure continue use high quality service, smiling face of the customer, the company will reward their employees paid leave for three days, and the award at the annual meeting of the employees. This Honor deal with employee psychology problem, encourage employee use high quality service for every customer, although the problem cased by customer. The company uses the honor to encourage staff, so that employees have a greater passion for work, but also the company has a good competitive environment. To reward employees, they will feel being accepted from the company, it is the best encouragement for their work. For no gain reward staffs, they will continue working harder to fight by honor.1.3 Information about Inner Mongolia Branch of China Mobile with the effects of incentives.Incentive system for a company is very important. Staff incentives can help companies to attract more capable people, and expand the companys development. At the same time, encouraging potential employees can also be developed to help employees work better. In addition, the companys incentive system to create a healthy competitive environment, promote employee initiative and creativity. Because of The Inner Mongolia Branch of China Mobile use the Incentive theory very well, so the effect of incentive influence the company. The company attracts more young people to join. Young people can be used the whole firm full of youth vigor. Face to work; the young people have more work enthusiasm. When you enter China Mobile business hall, you can see more young people to service for you. These staffs have new skill and good service skills. The employee tries best to services for your satisfactionThough incentive influence, the employee initiative takes part in Companys business skill competitions, and always tests their skills and service quality. At the moment, employees pay more attention to their knowledge, skills, career development. Now employees actively participate in various training organized by the company. The staff not only to improve their operational ability, but also help the company bring biggest efficiency. The staff works actively to bring the whole atmosphere of the companys development, helping company to improve the social image. 2. The evaluation of the Inner Mongolia Branch of China Mobile Standard to reflect the quality of business operations, management practices are reasonable. Similarly, the implementation of incentives may also need a certain measure. Use some standard can find the Inner Mongolia Branch of China Mobile incentive system operate advantage and disadvantage. Face the advantages, the company should try best to keeping, continue use useful measures to encourage employee better to work. Face the disadvantages, the company should to find bad measures then to change better, asking employee what incentives measures they willing to accept. 2.1 Implementation of incentive measures, the employees can actively work to deal with the problem, to solve problems will be timely, not to evade the issue time for the companys interests.For the Inner Mongolia Branch of China Mobile, employees can positive to solve the customers problems. For example, you have technology problems about your telephone; you can call at 10086 to customer service employee. The service will use enthusiasms work manner for you. At times, the problem can not resolve in time, the employee tell you wait a later. When the problem was resolve, the employee can sent a message or call you. Every staff never to evade the issue, try their best to resolve customers problems. Enter the China Mobile business hall; first of all you can see employees sincere smile. The entire employee willing to resolve trouble, whether you have any questions, they will do their best to help you solve.A good company employee always actively work to deal with the problem, to solve problems will be timely, not to evade the issue, time for the companys interests. The Inner Mongolia Branch of China Mobile achieves this standard and use very well. A companys biggest assets are employee, every employee in the endeavor to complete work objectives and improve efficiency. The employees will work actively to bring the greatest benefits, but also enhance the companys influence in the community. The Inner Mongolia Branch of China Mobiles employee achieves the standard, customer willing to get help from employee. The customer has confidence in China Mobiles employee. 2.2 Through incentive methods, employees can complete tasks on time, achieve the company goals set. If the employee can complete the objectives, that method is very effective incentive to drive the staff enthusiasm.Every month the company set goals in this month, employees can complete tasks on time. Each time the company can complete the tasks of the employees are rewarded.For example, the company requires every manager need call at high class customer survey service quality. Face to in incentives measure, employee always to pay more attention to achieve goals. So the Inner Mongolia Branch of China Mobile gets this standard and developing well. Work goals to promote the efficiency of work of the staff, but also improve the companys efficiency.2.3 Company formed a healthy competitive environment.Scientific incentive system includes a competitive spirit, it operates to create a healthy competition environment and the formation of healthy competition in the competitive environment, members will be subject to environmental pressure, and this pressure will be transformed into major driving force employees to work hard.The Inner Mongolia Branch of China Mobile holds select outstanding activity, give employee a completive environment. Every employee has opportunity gain honor reward. The company holds sills match to select outstanding employee, employee suffer press from all outstanding employee. The press can change be a motive power encourage to strive work. The Inner Mongolia Branch of China Mobile achieves this standard. It help whole company brings more talent to help the companys development and enhance the companys appeal.2.4 Implementation of incentive measures, the more capable people willing to join the company.Young people are main strength of an army for The Inner Mongolia Branch of China Mobile. The Inner Mongolia Branch of China Mobile belongs to youth Vigor Company, so attract more young people. When you come into China Mobile, you can find the employee belongs to young. The Inner Mongolia Branch of China Mobile also can achieve this standard, it help whole company full youth Vigor, employee to work full of enthusiasm. But the company cant always attach importance to young people; it may lead to talents structure unreasonable. This will use older employees over the age of 45 often overlooked, they can not see the hope in the enterprise development, while not being promoted young temporary workers that we are in the same level, young employee do not see hope for the future promotion.New, I will give some recommendations for this problem. Face to talents structure unreasonable problem, The Inner Mongolia Branch of China Mobile should While the introduction of new staff bring enthusiasm of the old staff, give old staff to important positions, and greater efforts to train new employees. So that they think the company is promising.2.5 The company employee initiative directs bring up some construct advices for manager. A good company should like listen to different advice from other. Some construct advices will help the company increase new idea, new developing strategy. Meanwhile, these advices may also be able to find the company exist problem at present. The Inner Mongolia Branch of China Mobile not uses other advices. The company decision made of high class manager, under of employee only to accept. The employee always listens to manager, the document and direct manager. The company also sent collect advice postbox, but no employee to send a letter for postbox. So this standard the Inner Mongolia Branch of China Mobile cant to achieve. At the moment, I will take some recommendations for this problem. Face to no advices, the company high class manager should take some measures to resolve the problem. First of all, the company should change operation strategy, and then being listened to other construct advices. Secondly, The Inner Mongolia Branch of China Mobile can set an advice reward for adviser. For good advice, the company will reward 100RMB for an advice. These measures can encourage bringing good advice, helping us together developing. Conclusions This Investigation main include two parts. First part main introduce about the issue affects the business in the Investigation. Second parts main introduce about the evaluation of the Inner Mongolia Branch of China Mobile. The issue affects the business in the Investigation introduction about three methods for The Inner Mongolia Branch of China Mobile. The evaluation used of the Inner Mongolia Branch of China Mobile. This parts list five standards to use of the Inner Mongolia Branch of China Mobile. l The issue affects the business in the Investigation First of all, I introduce about incentive theory. Incentives stimulate peoples behavior is the psychological process. In business management, motivation can be understood as corporate enterprises through the creation of staff needs to meet the conditions to stimulate a variety of potential business people and the efforts of motivation, to produce a specific behavior to achieve organizational goals in the process. Mainly for employees of this theory, it belongs to the companys internal customers. So the incentive theory is very important for the Inner Mongolia Branch of China Mobile.1. Target goals incentive method Firstly, I will introduce Target goals incentive method. That is each month Completion of work objectives employees gives Praise and reward. The Inner Mongolia Branch of China Mobile use Target goals incentive method very well. The company set different target goals to incentive employee, which helps employee improve employ work efficiency, and made staff have high performance. In the meantime, target goals bring Maximum productivity to the company. Target goals incentive method face to the companys internal customers. 2. Honor incentive methodHonor incentive method means that company use honor to incentive employee. The Inner Mongolia Branch of China Mobile sent some honor information to incentive employee. For instance, quarter outstanding staff, excellent team, service stars, business stars. The company uses the honor to encourage staff, so that employees have